UC Claim Closed After Review Cancelled

ugo_2slo

I had a UC review in February 2024 but due to infectious skin disease it was paused on 10th. End of May I lost my phone so I called UC to change number and was told job center would contact me, but until then I could not access my journal. On June 1st I missed the call so I emailed to ask if they could call me back but no call came. Instead on 18th June a text came saying attend work review on 19th June. I called on the 18th asking why I was being texted and called on new number but I still could not access journal and as I was on phone appointments I would go to JCP on 19th asking as they were aware that I had ISD that could be passed on. I was told not to go I would be called next day morning. Again no call only a text saying explain why I did not go to appointment.

I called and my reason was accepted and still no access to journal. Text came on 26th saying appointment missed. So all this time I could not a. access journal and it was not until 28th July that I found out my payment has been stopped.. I contact UC on 2 August and was told claim would be closed on 5th as I didn't give bank statements and I have an appointment on 6th to update phone number. On 5th JCP said they do not upload docs I must use journal. It was only on 6th August 2024 that I got into my journal and found the and notes from UC so I uploaded bank statement 4 months back and ID on the 8th. On 9 August note in journal said as review started in Feb they wanted bank statements from Feb to May and I was given an appointment on 16th. I uploaded BS and ID on 12th and reply came as I had to upload photo of me with ID by my face. By 15 Aug claim review was complete and it was closed .

I know it may seem confusing but you should know that I only found out about appointments and to do list on 6 August almost 3 months without access.

I want to know if I should ask for MR saying that I was not given a fair chance to complete to do list and when I did reason was made to say they were not correct. So I've had no payment for 2 months and I am now homeless as my rent stopped. Or should I ask for help as I feel even MR will fail and I end up to tribunal. The review was started again on 14th but no notice was given it just said as we are reviewing your claim I had to complete to do list.

Thank you

Rachel_Scope

Hi @ugo_2slo and welcome to the community. It sounds like a very frustrating process you've had to go through, especially not being able to access your journal for 3 months. What was the reason you were unable to access your journal? Have you tried to contact them again about the issues?

You mention you're homeless, where are you currently staying?

PGN67

Rachel_Scope

Thank you for replying. I could not access my journal because I had lost my phone so when I logged in to UC journal from another device with new number, the pass code was sent to the lost phone number. I also could not get the pass code via my registered email I had to call UC and ask them to change my phone number. I was told it had to be done by the job center who would contact me with an appointment. From June 1st to August 6th I had no access to journal and when I called UC , I was not told the claim review was started again on 14 June or that I had to give bank statement and ID by June 28th. So by July 3rd my payment stopped. Again I had no idea until 27th july when I didn't get payment. Even then when I called to ask why I was told claim would be closed on 5 August unless I updated evidence by then..yet the appointment to change phone number was on the 6th.

I am now staying outside in a doorway from 9pm to 8am during the day I have been trying to read up on the rules on UC and if I was treated unfairly. Especially since I was told to give bs going back 4 months so I did it from May to August but was told as review started in Feb they had to be February to May. But that review was paused it said I didn't have to give the evidence and not started again until 14 June. Also I was told I had to hold ID by my face...yet that was not mentioned in to do list only in the journal entry by the same person who reviewed claim.

Rosie_Scope

Hi @PGN67 / @ugo_2slo, just tagging both accounts as I'm not sure which one you use. Sorry to hear you're in such a difficult situation with your UC.

You said you're sleeping outside in a doorway at the moment, have you had any contact with any homelessness charities at all? Shelter might be able to help, and there's also Crisis and Streetlink who can connect you with some services in your local area.

For your benefit troubles, it might be worth speaking to a specialist adviser. They can hopefully support you to understand what's going on and what the next steps might be. If you need to go to an MR they should be able to help explain the process.

Citizens Advice can be helpful, and there's also Advicelocal who have a directory to search for benefits advice in your area.

Sorry if I've missed some information, but have they reopened your claim now, or are you no longer receiving any payments?